Patient & Family Resource Center
The Patient and Family Resource Center is a vital asset of University Health. Its mission is to foster meaningful and purposeful collaboration among patients, families, staff and administrators to ensure the continued provision of high-quality, compassionate care for our community.
Patient Family Advisory Council (PFAC)
In 2015, the Patient Family Advisory Council (PFAC) was created in partnership with the University of Texas at San Antonio to improve the patient and family experience. Through our councils, our volunteer Patient and Family Advisors have the opportunity to share their experiences with administration, staff, providers and fellow patient and families. Our advisors work collaboratively to create processes and procedures that improve the delivery of our care.
What is a Patient and Family Advisor (PFA)?
A Patient and Family Advisor is someone who:
- Has a strong desire to improve the quality of care for all patients and their family members
- Shares their own experiences as a patient or family member at University Health and provides constructive feedback based on their experience(s)
- Actively participates in planning of processes and procedures that improve patient care and/or patient experience and commits to full participation in assigned projects
- Attends scheduled monthly meetings at assigned PFAC location
Patient and Family Advisors provide a community voice for those who receive care at University Health. Their unique perspectives are invaluable in ensuring a supportive environment for all patients and families who walk through our doors.
What do Patient and Family Advisors do?
When you volunteer as a Patient and Family Advisor, you will have the opportunity to:
- Advise on issues that impact patient and families at University Health
- Share your ideas on how to improve the patient experience
- Provide feedback on patient education materials
- Work on projects and participate in discussions that improve the quality and safety of care for University Health patients and families
- Give back to the Bexar County community
University Health Patient and Family Advisory Councils have been successful in:
- Assisting in the redesign of Patient Welcome Packets
- Simplifying patient discharge procedures
- Enhancing patient meal options, including the addition of choices for those that have dietary restrictions
- Organizing a “moment of silence” initiative for pediatric families
- Assisting in the creation of educational materials
- Assisting with asthma follow-up protocols for pediatric patients through the Region 20 Education Service Center
- Partnering with Patients, Families, and Systems to Improve Perioperative Care in Total Joint Surgery. Received national recognition for this project at the 2021 Institute for Healthcare Improvement (IHI) Conference
- Improving Comfort and Hospitality in the Emergency Department Waiting Room. Received national recognition for this project at the 2022 Institute for Healthcare Improvement (IHI) Conference
Student research projects:
- Ready to collaborate? Medical learner experience in interprofessional collaborative practice settings
- Using Design Thinking to Improve inpatient Care: An Observational Study of Hospitalized Patients
Community service programs:
- Made blankets for pediatric patients
- Hosted dementia-friendly events
- Supporting Texas Diabetes Institute 20 year anniversary
- Created art pieces for the Salud de Arte collection
In 2020, the University Health Ambulatory Adult PFAC received a National Partnership Award from the Institute for Patient and Family Centered Care. The award recognized Nosotros: Extended Compassion in Hard Times project, which worked to combat food insecurities for vulnerable patients during the COVID-19 pandemic.
Join the PFAC
If you are interested in volunteering as a Patient and Family Advisor, please follow instructions below:
- Complete and submit this online application
- Someone from the Patient and Family Resource Department will reach out and discuss more about your interest and your background
- Attend a Patient and Family Advisor orientation to discuss opportunities
For additional information about the Patient and Family Resource Center and/or our Patient and Family Advisory Councils, please contact us at PFAC@uhtx.com.
Resources
A Guide for creating a Patient and Family Advisory Council
A patient and family advisory council (PFAC) is a committee of current and former patients, family members and caregivers, providers, staff and administrators that works together to advance best practices at a hospital or healthcare system. Volunteer patients, families and caregivers co-collaborate with employees (clinical, administrative and support) and community partners to provide guidance on how to better identify the needs of a patient population and bring patients and clinicians views closer together.
The PFAC is a vital asset of University Health. Its mission is to foster meaningful and purposeful collaboration among patients, families, caregivers, providers, staff and administrators to ensure the continued provision of high quality, compassionate care for our community.
University Health fundamentally believes that patient, families and caregivers should be active partners working together to improve healthcare policies, programs, day-to-day practices within our healthcare system. It is based on the following key principles developed by the Institute for Patient-and Family Centered Care (IPFCC).
Patient- and family-centered care is an approach to the planning, delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among health care providers, patients, and families.
- Respect and Dignity. Health care practitioners listen to and honor patient and family perspectives and choices. Patient and family knowledge, values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care.
- Information Sharing. Health care practitioners communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families receive timely, complete and accurate information in order to effectively participate in care and decision-making.
- Participation. Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.
- Collaboration. Patients, families, health care practitioners, and health care leaders collaborate in policy and program development, implementation, and evaluation; in facility design; in professional education; and in research; as well as in the delivery of care. (IPFCC)
A Patient and Family Advisor (PFA) is someone who:
- Has a strong desire to improve the quality of care for all patients and their family members
- Shares their own experiences as a patient, family member or caregiver at University Health or within any healthcare system, and provides constructive feedback based on their experience(s)
- Actively participates in planning of processes and procedures that improve patient care and/or patient experience and commits to full participation in assigned projects
- Attends scheduled monthly meetings at assigned PFAC location
A PFAC is a council made up of PFAs, providers, staff, administrators and community partners. PFAC members provide advice to University Health so improvements can be made to help other patients, families and caregivers. This is done by taking part in regular meetings on the PFACs as well as by helping out on committees and working groups.
The PFAC does not take on the cause of a specific patient, family member, caregiver or a special interest group. It is important to remember that the PFAC provides advice to University Health and does not have the final say about how services are delivered.
Each PFAC meets ten times per year. Meetings are usually held late in the afternoon so members who work are able to attend. Members will also be asked to help on committees, workgroups or special projects as needed.
There are presently four PFACs: Inpatient PFAC, Ambulatory PFAC, Women’s Health Services & Pediatric PFAC and a Senior Services PFAC.
By reading this PFAC FAQ, you have taken the first steps to becoming a member. You may nominate a member or self-nominate by clicking here.
If you are interested in becoming a member of the PFAC or have additional questions, please contact PFAC@uhtx.com or call our main office line at 210-358-7176.